Senior Technical Support Engineer

5-7 years
2 months ago 10 Applied
Job Description

  • Zeotap is expanding its SAAS product suites branded as Customer Intelligence Platform consisting of an integrated product suite for Customer data collection, ID resolution, Predictive Analytics, Audience management and Activation
  • Our ideal candidate will be passionate about helping our enterprise customers and business teams across the globe, enjoy resolving problems, identifying root causes of issues, and thrive in a team environment
  • The incoming person would be responsible for end-to-end ticket resolution and communication with the customers and other stakeholders within the SLA, escalations to the internal teams based on SOPs, creation of internal knowledge based articles and perform engineering support activities as and when required
Responsibilities:
    • You enhance the resolution rate of engineering-based escalations by elevating support technical expertise and progressively taking ownership of engineering tasks.
    • You will act as a liaison with Engineering to escalate bugs, outages, and product requests.
    • You will collaborate with Customer Success, Onboarding, and Product teams to cultivate an exceptional customer experience.
    • You will analyse areas where users encounter difficulties and propose potential workarounds along with creating KB articles.
    • You will proactively pinpoint opportunities for enhancing team processes and instil a customer-first mindset among the team and collaborators.
    • You will demonstrate initiative as a self-starter with a robust sense of ownership, thriving in a dynamic, high-growth startup environment.
    • You will guide and mentor Support Engineers, as well as compose and review technical documents (Knowledge, Support Plans, Technical Advisory Bulletins) for both internal and public utilisation, seizing opportunities for ongoing education.
    • You will manage escalated tickets/incidents for supported applications and actively participate in defect management and issue tracking/trending.
    • You will establish and nurture working relationships with internal teams, including account managers, product management, engineers, and the support team.
    • You will address complex issues, troubleshoot problems for various internal and external customers, and configure and maintain software platforms in production environments.
    • You adhere to Zeotap s company, privacy and information security policies and procedures.
    • You complete all the awareness trainings assigned on time.
Requirements:
    • 5+ years of relevant experience in Technical Support, Customer Success, Product Operations and other Software Services for a large end-user base, preferably SaaS products.
    • The position demands excellent communication and relationships skills with customers, partners and stakeholders at all levels.
    • Experience supporting enterprise customers over email, phone, and screen-shares.
    • Ability to prioritise and manage multiple issues to ensure the resolution of the most critical ones in a high pace environment.
    • Experience working with REST API and hands-on experience in using API clients.
    • 5+ years experience in an object-oriented programming language or scripting language (i.e. Javascript, HTML, CSS, SQL, PHP, Python)
    • Strong SQL Skills to write SQL queries in order to troubleshoot complex issues.
    • Familiarity with Ad-tech and Mar-tech basics and relevant industry trends (Privacy, Identity, Data, etc.) will be a plus.
    • Familiarity with Cloud technologies, GCP will be a plus.
    • Willing to work during EU hours or as per business needs.
What do we offer:
    • Competitive compensation and attractive perks
    • Health Insurance coverage
    • Flexible working support, guidance and training provided by a highly experienced team
    • Fast paced work environment
    • Work with very driven entrepreneurs and a network of global senior investors across telco, data, advertising, and technology

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Job Source: jobs.lever.co

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